Service Support Manager - Exton, PA

Compass Group•Uwchlan Township, PA

2d•$65,000 - $75,000•Onsite

About The Position

The Service Support Manager oversees installation support operations for new and existing customer locations, ensuring equipment is prepared, scheduled, installed, and serviced efficiently. This role leads a team of technicians responsible for vending machines, kiosks, cameras, coffee machines, ice machines, coolers, and other food service equipment. The ideal candidate is a strong leader with excellent organizational, scheduling, and problem-solving skills who thrives in a fast-paced environment.

Requirements

3+ years of leadership experience managing service, installation, field operations, or technical support teams.
Strong organizational, planning, and time-management skills.
Proven ability to multitask, prioritize, and pivot quickly in a dynamic environment.
Experience scheduling field technicians and managing service operations.
Proficiency in Microsoft Outlook and Excel, including basic reporting and scheduling functions.
Strong communication, interpersonal, and customer service skills.
Technical aptitude and ability to understand equipment installation and service processes.
Experience managing employee performance, training, coaching, and development.

Nice To Haves

Experience in vending, food service equipment, beverage systems, kiosks, refrigeration, or related industries.
Familiarity with Smart Service or similar service ticket management software.
Experience managing on-call and weekend technician teams.

Responsibilities

Manage all installation support activities for new and existing customer accounts.
Oversee equipment preparation, staging, testing, and deployment for installations.
Coordinate installations of vending machines, kiosks, cameras, coffee machines, ice machines, coolers, and food service equipment.
Create and manage technician schedules using Outlook and Excel while adjusting priorities as business needs change.
Ensure adequate weekend and on-call technician coverage.
Monitor work orders, service requests, and technician activity through service management systems.
Serve as the primary escalation point for installation and service-related issues.
Collaborate with operations, logistics, warehouse, and customer service teams to ensure successful installations.
Track productivity, service levels, and operational performance metrics.
Maintain accurate records, reports, and schedules.
Lead, coach, train, and develop a team of service and installation technicians.
Recruit, interview, hire, and onboard new team members.
Conduct performance evaluations and provide ongoing feedback.
Promote a culture of accountability, safety, teamwork, and excellent customer service.
Address performance concerns and administer corrective action when necessary.